Reverse Logistics Executive

• Customer Communication & Conversion:
  
• Proactively reach out to customers who have initiated return/refund requests via calls and messages.
  
• Persuasively convert return/refund requests into exchanges by understanding customer concerns and offering suitable resolutions.
  
• Ensure timely follow -ups and maintain a high conversion rate of returns to exchanges.
  
• RTO Order Recovery:
  
• Call customers whose orders have been marked as RTO to understand the reason for non -delivery.
  
• Resolve delivery issues and ensure successful redelivery of RTO orders through proactive customer engagement.
  
• Process Optimization:
  
• Own and improve the end -to -end reverse logistics process, identifying gaps and implementing best practices.
  
• Collaborate with operations, warehouse, and courier partners to streamline return pickups, refunds, and reshipment.
  
• Create SOPs and feedback loops to reduce return rates and improve customer satisfaction.
  
• Reporting & Analysis:
  
• Track and report key reverse logistics metrics such as return rates, RTO recovery, and exchange conversion rates.
  
• Share actionable insights with the team to drive continuous improvement.
  

Requirements

• 1 -3 years of experience in customer support, logistics, or operations roles; eCommerce experience is a plus.
  
• Strong communication and negotiation skills in English and Hindi.
  
• Customer -first mindset with a problem -solving attitude.
  
• Ability to handle high -pressure situations and multitask effectively.
  
• Proficiency in MS Excel/Google Sheets and CRM tools.
  
• Experience in process building and SOP documentation is preferred.
  
   
  

Benefits

• Career growth & learning opportunities
  
• Team -building & fun work culture
  
• Performance bonuses as per company policy